Complaints

This profile includes complaints for Georgia Natural Gas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Georgia Natural Gas

  817 W Peachtree St NW Ste 1000 Atlanta, GA 30308-1147

  
• 

  Georgia Natural Gas

  PO Box 440667 Kennesaw, GA 30160-9533

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Formal **************************************** ***************************** am writing to formally lodge a complaint regarding the excessively high gas bill charges for my small business, **********, located at *********************************. The bill for the billing period of January to February 2024 is $1,234.76 higher than expected, and this increase is not valid based on our actual gas ******** a small business, we have consistently maintained minimal gas usage, and our consumption patterns have not changed significantly from previous months. The sudden and unexplained ***** in charges is not only unjustified but also places an unnecessary financial burden on our business.Additionally, I would like to express my frustration with the lack of adequate financial relief or credits applied to our account. While we understand that utility costs can fluctuate, the current charges are unreasonable and do not align with our actual usage.Requests for Resolution:A detailed breakdown of the charges for the billing period in question.An explanation for the sudden and significant increase in the bill.A review of my account and meter readings to ensure there are no errors or discrepancies.A prompt resolution to this issue, including an adjustment to the bill if an error is found.Consideration of additional credits or financial assistance to help offset the high charges.I have always trusted Georgia Gas to provide reliable and fair service, and I hope this matter can be resolved swiftly and amicably. Please contact me at ********** or ******************** to discuss this issue further or to provide updates on the status of your investigation.Thank you for your attention to this matter. I look forward to your prompt response and a satisfactory resolution.Sincerely,******************** ****************************************************************** ************

  

  Business Response

  Date: 03/07/2025

  We have reached out to the customer and are currently awaiting their response. We remain committed to addressing any additional concerns they may have regarding this matter.

• Initial Complaint

  Date:02/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint placed for first bill of a new account. This first bill has TWO connection charges posted as Debit Adjustments (Seasonal reconnection $45.00 and an additional Connection $50.00) and TWO base charges (AGLC $60.48 and an additional Base Charge $35.60). I feel this is blatantly illegal billing. A) Provide proof and support of a $60.48 AGLC Base Charge.B) Provide proof and support of a $35.60 Base Charge. C) Provide proof and support of a $45.00 Debit Adjustment Seasonal Reconnection Fee - This is a NEW account.D) Provide proof and support of a $50.00 Debit Adjustment Connection Charge - The second connection fee.

  

  Business Response

  Date: 02/28/2025

  Our company has made several attempts to reach the customer unsuccessfully. If the customer should contact us back, we will be happy to address their concerns.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22968425
  
  I am rejecting this response because:

  The requested documentation showing how I was legally charged 2 base charges and 2 separate turn on charges on a new account first bill has not been provided to me via the BBB complaint or emailed or mailed to me. 

  The requested billing adjustment for these bogus charges has not been processed.

  The only reply I received was a single email stating my BBB complaint was received and to contact an ***** customer service number. This is not a satisfactory business response for the complaint.

  All communication from GNG on this billing matter is requested in writing. 

  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 03/05/2025

  We have attempted to reach Ms. ******** multiple times without success. We are happy to address any concerns the customer has should she choose to return our calls or respond to our emails. We consider this matter closed. 
  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22968425
  
  I am rejecting this response because:

  GNG employees have failed to address this complaint. 

  Three prior written attempts have been made to resolve the matter of four unexplained charges on a new accounts first bill. These requests to have documentation provided on the multiple bogus charges have gone entirely ignored. Neither the BBB nor myself have received this paperwork from GNG.
  
  The requests to remove the unsupported and illegal charges from the account have also been ignored by GNG.
  

  On March 4, I sent an email reply to GNG reiterating the BBB filed complaints. This email is attached. It also stated that GNG was to reply with a written reply to ensure all correspondence is on record. No reply or acknowledgment was received. Instead, on March 5th, GNG replied to the BBB complaint that they had not received any reply from me.

  In this same GNG reply to BBB they claimed they considered the issue closed having never addressed the complaint: no documentation provided for the charges and no bill adjustment to have the fraudulent charges removed. 

  This complaint needs to be received by the GNG legal ***** as these are blatant illegal practices with a customers account.

  Sincerely,
  
  ****** ********
  
  

• Initial Complaint

  Date:02/18/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Prior to the winter season I signed up for a fixed per therm of *****. Prior to the end of this agreement period, I spoke with a GNG spokesperson on the phone and agreed to a New per therm but it was not ***** per therm. My current bill for the period of 01/02/2025 to 02/03/2025 is $606.24 for 225 CCG used.The price per therm is the dispute and this charge is three times my normal payment and its unwarranted. I spoked with a GNG spokesperson and agreed to a new per therm agreement but this wasnt it!!

  

  Business Response

  Date: 02/25/2025

  Our Company has spoken with the customer and have reached an agreeable resolution. We thank the customer for his feedback, and we consider the matter resolved. 

  Customer Answer

  Date: 03/21/2025

  For the period of 01/02/2025 to 02/03/2025 I was charged ***** per therm and a bill of $606.24. An increase from a per therm of ***** the previous 12 months. Prior to this increase I called GNG and agreed to a New Comtract which should have been implemented prior to February. Therefore, a complaint was filed and I thought the issue was resolved after several days and phone called to Ms. ***** public relations officer at GNG and yet here we are again this month. The period of02/03/2025 to 03/04/2025 at a rate of ***** per therm at a cost of$334.02 after signing up for a 12 month $130.00 a month contract. I am still being bill at a rate of ***** per therm. This is incomprehensible! How can a company be so large and incompetent at the same time. Please, resolve this issue for the last and final time before I seek other remedies!

  

  Business Response

  Date: 03/27/2025

  Our Company has attempted to contact the customer unsuccessfully.While we consider this matter closed, we remain committed to assisting the customer if further discussion is needed.

• Initial Complaint

  Date:02/14/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  predatory business - they will quadruple your rate without giving notice and then take months to take any 'corrective' action. gas for my last two months over $1,000. executives of this company should be jailed

  

  Business Response

  Date: 02/24/2025

  Our company has made several attempts to reach the customer unsuccessfully. If the customer should contact us back, we will be happy to address their concerns.

• Initial Complaint

  Date:02/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was automatically charged premium therm rate, without proper notification 2- when I was given my new senior rate, I was never properly advised, that it was not going into effect for 2 months. And it would put me under contract until 6/25 3- these were the coldest days, and Im a senior with a fixed income. CRIMINAL

  

  Business Response

  Date: 02/20/2025

  We have contacted the customer and addressed their concerns we consider this matter closed.

• Initial Complaint

  Date:02/12/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on a rate plan that expired in the summer, my account dropped off the plan and I was never notified to renew my plan, un aware to me, I was changed to a variable rate plan. As this happened in the summer and I was not using any gas I never noticed. When the winter hit and I noticed a large bill I called in and the person said they would give me a small credit as that was all he could do, but to call back when my next bill came out and I would be credited some more money. I called back and spoke to a supervisor that was not helpful and a little bit rude. This was a deceptive practice, they moved my account to a much much higher rate plan and did not notify me of it. I was charged over $500 dollars more than I should be if this didn't happen, this is robbery and they are doing this on purpose to charge customers more, not notifying customers of the change just to collect more money. I offered to split the difference with the company on what I was charged and what I should have been charged, but with no luck. I would like my account credited the over charge.

  

  Business Response

  Date: 02/18/2025

  We have made several attempts to reach the customer via phone and email but have not yet received a response. Should the customer choose to contact us, we will be pleased to address any concerns they may have.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22930993
  
  I am rejecting this response because: The contacted me once at 2 AM in the morning where I am at, then sent in the response to BBB that they tried to contact me several times, they called once and send an email saying they called. Until I speak to them and they address the conscern, this is not acceptable. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 02/25/2025

  We have spoken with Mr. ******** we consider this matter resolved.

  Customer Answer

  Date: 02/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer with ********************** for a little over a year and its been a complete nightmare. When I switched from ********* over to here I was told my final bill would be paid and any fees for switching providers would be covered and it wasnt. Gas south actually told me they were never notified I switched providers and were still billing me. I was then told later on by a gng supervisor I had to submit the receipt I paid to Gas south to gng for a review and a credit to possible be applied to my account. That is not what I was told originally I would have honestly not switched providers if I knew this but I let it go and moved on. I was also told I would get a $200 gift card for switching providers which I have still never received. The last few months my bill has gotten higher and higher and higher and Im being told Im not on a plan. I was told when my original sign up plan ended someone was going to reach out to me to go over my current offers which also never happened. Anytime I request to be placed on a plan Im told the plan wouldnt start for a few months and Im going to continue to be billed the higher amount. That makes no sense and defeats the purpose for being on a plan. My bill currently is almost $400 and Im being charged a base fee of $40.00 and a bunch of other fees without any explanation. I hate that I switched companies. **************** is terrible and tells you what you want to hear to get you off the phone. Supervisors are always rude and non helpful. I just want to get this bill corrected so i can either switch providers or pay my correct amount due. I am a single parent of 2 children and one of my children is disabled this has been a horrible experience from the start. And I can not afford this bill.

  

  Business Response

  Date: 02/12/2025

  Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer had no further questions, we consider this case closed.

  Customer Answer

  Date: 02/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Jonntea ******

• Initial Complaint

  Date:02/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am filing a formal complaint against Georgia Natural Gas regarding an excessive and unfair billing issue that has caused significant financial *********** most recent bill was $557nearly four times the amount I previously paiddue to my contract expiring without my awareness. Despite contacting Georgia Natural Gas last month to address the issue, I was informed that my meter reading could not be adjusted mid-month, resulting in yet another high bill. Additionally, I was charged an extra $8 for the very phone call I made to discuss the hardship of my increased bill.I believe this situation is unfair and demonstrates poor customer service. At no point was I given proper notice about my contract expiration, nor was I offered a reasonable resolution when I sought assistance. Given that I was unaware of the expiration and acted in good faith to resolve the issue, I am requesting that Georgia Natural Gas adjust my bill to reflect the contract rate I had previously been paying.I would appreciate any assistance the Better Business Bureau can provide in helping me resolve this matter. Please let me know if any additional information is needed.Sincerely,******* *******

  

  Business Response

  Date: 02/13/2025

  Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer had no further questions, we consider this case closed.

• Initial Complaint

  Date:02/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Twice in the last 2 months Georgia Natural Gas has lied, not stuck to the contract and had prices change without notice. I have tried to come to a resolution with them but to no avail. I signed a contract for my gas per therm to be .54 cent on January 10th through July, however when I received my bill today, January 10-January 28th was charged at $2.28 cent. They said they will not change anything and completely ignoring the contract.

  

  Business Response

  Date: 02/14/2025

  Our company has spoken with the customer, and we have reached an agreeable solution. We consider this matter closed.

• Initial Complaint

  Date:02/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I take some accountability; I didn't renew my fixed rate plan in July 2024. I normally receive a letter from Georgia Natural Gas reminding me but I didn't receive one this time. I didn't notice the inflated per Therm price on my bill until December 2024 when my bill was $444.41. I called immediately to inquire & locked in a new fixed rate. My January bill was worse at $623.87. My complaint is that Ga Natural Gas raised my per Therm price higher than the national average each month for 5 months. As if they were seeing how much they could get away with before I noticed. August 2024 they charged a fair $0.869/Therm but then September 2024 was $1.899/Therm. the Georgia ************************* website states it should have been $1.60 maximum per their highest plan. It continued to increase; October 2024 they charged me $1.959/ Therm, November 2024 they charged me $2.059/Therm. November 2024 the *** site noted as being when "natural gas was at an all time low" across the country. December 2024 they charged $2.059/Therm and January $2.239/Therm which is $0.55 over the national average. This is clearly malfeasance. I reached out to the customer care at ******************** and was told they will not modify my current January bill of $623.87 but could offer me $100 which I declined. Five months of being overcharged much higher than any of their plans & over the national average is misconduct. I accept my responsibility was to call and lock in a flat rate but I don't expect to be charged 4x over my previous fixed rate and .55/Therm over their highest variable rate plan. After much back and forth I explained that at a minimum I'd accept a credit of $250 to compensate for their five months over charging me. They declined.If I had remained at my fixed rate plan per Therm price for those 5 months, I'd have saved about $800. I'm not asking for that amount. I'm asking for the amount above their variable rate at the time. It's an inexcusable way to treat a long term customer.

  

  Business Response

  Date: 02/18/2025

  We have spoken with the customer and addressed their concerns. We consider this matter resolved.